Video chat for customer experience is a hot new service trend – particularly considering the latest innovations in customer service and experience platforms paired with the ongoing consumerization of IT. For example, Amazon launched a mainstream multimedia support experience in 2013 —Mayday— on its Kindle Fire devices. Since then, contact center and customer experience leaders from companies all over the world have been exploring ways to replicate this experience.

Understanding and planning for all the nuances that come along with adopting video chat as a service channel can be tricky. It's important to think carefully about situations in which video chat will be the best t for the service organization, as well as some of the potential challenges that may arise as a video chat strategy is rolled out. To help you navigate the implementation of this new video chat channel, below are six critical questions you'll want to consider ahead of time.